Feedback & Complaints Policy

Last updated 15th August 2025

Effective: 15/08/2025

POLICY STATEMENT

Nearish Support (we/us/our business) is committed to providing high-quality, person-centred disability services and ensuring that any concerns or complaints are managed fairly, transparently, and promptly. We believe feedback, including complaints, is a vital part of quality improvement and essential to safeguarding participants. 

This policy complies with the National Disability Insurance Scheme Act 2013, the NDIS (Complaints Management and Resolution) Rules 2018, the NDIS Code of Conduct, the Privacy Act 1988, and other relevant legislation.

We aim to provide a supportive and accessible process for participants, families, carers, staff, and stakeholders to raise concerns without fear of retribution.

PURPOSE

This policy outlines the procedures for making, receiving, managing, resolving, and recording complaints to ensure participants and stakeholders are supported to raise concerns and have them addressed.

SCOPE

This policy applies to all employees, contractors, volunteers, clients, carers, advocates, and families engaging with our business.

DEFINITIONS

Complaint: An expression of dissatisfaction made to or about our business, its staff, or services.

Complainant: The person making the complaint.

Respondent: The person about whom the complaint is made.

Feedback: Any comment or suggestion about a service, whether positive or negative.

NDIS Participant: A person receiving support funded by the NDIS.


PROCEDURE

  1. How to Lodge a Complaint

Complaints may be made:

  • In writing (letter or email)

  • By phone

  • Anonymously (through any method)

  • Through an advocate, family member, or support person

Participants may be supported by an advocate of their choice during the complaints process.

Anonymous Complaints

Anonymous complaints will be accepted and treated with the same seriousness as identified complaints.

All complainants are entitled to make an anonymous complaint through any of the above methods. You do not have to leave your contact details if you do not wish to. Anonymous complaints are accepted but providing contact details may aid in the investigation and notification of a resolution.

  • While we may not be able to provide updates or seek clarification from anonymous complainants, all efforts will be made to investigate and address the issues raised. 

  • Outcomes may be limited due to lack of further information, but all anonymous complaints will be documented, investigated and reviewed for necessary improvement measures.

  • If the complaint relates to a reportable incident, it will be managed according to mandatory reporting obligations. 

  1. Initial Assessment

Upon receiving a complaint, we will conduct an initial assessment to determine the severity and urgency of the issue.

Acknowledgement and Timeframes

  • Complaints will be acknowledged within 2 business days of receipt

  • Updates will be provided every 7 calendar days

  • Investigation and Resolution completed within 21 calendar days

  • If not resolved after 21 calendar days, the complainant will continue to be kept updated every 7 calendar days

  1. Communication

The complainant will be informed of:

  • Progress of the complaint at a minimum of every 7 calendar days

  • Outcomes of the investigation and resolution

  • Their right to escalate the complaint if not satisfied

  1. Investigation 

Complaints will be investigated thoroughly, confidentially, and fairly by our business. All relevant parties may be consulted. This may involve:

  • Interviewing the complainant, respondent, and witnesses

  • Reviewing records and documentation

  1. Resolution

Where possible, complaints will be resolved within 21 calendar days.

  • Resolution will be communicated in a suitable format for the complainant (email, phone, via post)

  • If a resolution is not available within 21 calendar days, the complainant will be kept informed of the progress of the complaint at a minimum every 7 calendar days

  • We will ensure that the communication is clear and understandable, providing an opportunity for the complainant to ask questions and discuss any further concerns

  • If unresolved, the complainant will be advised of external escalation options

  1. Escalation

If the complainant is not satisfied with the internal process, they may contact the following bodies:


NDIS Quality and Safeguards Commission
1800 035 544 | www.ndiscommission.gov.au


ACCC
1300 302 502 | www.accc.gov.au


National Relay Service

If you are deaf and/or find it hard hearing or speaking with people who use a phone, you can:

visit the National Relay Service website: https://www.accesshub.gov.au/about-the-nrs/nrs-call-numbers-and-links to help you connect with the NDIS or ACCC.

  1. Support to Make a Complaint:

We are committed to ensuring that all individuals feel supported when making a complaint. To assist you, we will:

  • Provide easy read and accessible information

  • Connect individuals with the National Relay Service if needed

  • Offer referrals to advocacy services that can help you understand your rights and navigate the complaints process.

DOCUMENTATION AND RECORD KEEPING

These guidelines ensure that all staff, participants and their nominees have the necessary information and understanding of the complaints management process, all information is stored securely, and legal record-keeping requirements are met:

  1. Accessibility

This policy and procedure will be kept in a form that is accessible by persons with disability receiving supports or services from our business, and their families, carers and advocates.

  1. Storage

All records will be kept private and confidential using secure document storage methods.

  1. Records

A Complaints Register will be kept by our business and reviewed at least every 12 months, or more frequently if needed, for the collection of statistical and other information relating to complaints made to our business to enable the following:

  1. The review of trends and patterns in complaints;

  2. Identify and address any systemic or recurring issues;

  3. Inform service planning and staff training;

  4. Support continuous improvement.


  1. Record Keeping period

All records will be kept by us for 7 years from the day the record is made.

PRIVACY AND CONFIDENTIALITY

All complaints, investigations, correspondence and resolutions will be recorded and kept secure and confidential by us, except where required by Australian State, Federal or Territory law to release information related to a complaint.

TRAINING AND EDUCATION

We will provide annual training and/or education to all staff, participants, and their nominees to ensure they are aware of their responsibilities and the correct procedures to follow.

All staff will receive training on:

  • The complaints process

  • The importance of responding respectfully

  • Encouraging and accepting feedback

SERVICES REVIEW AND FEEDBACK

Feedback and complaints are used to identify trends, improve services, and update policies and practices. Clients will be informed of any relevant service changes.

Staff, participants, their families, and other stakeholders will be encouraged to provide feedback at any time through informal discussions, feedback forms, or direct communication with management, ensuring their voices are heard and considered in our continuous improvement efforts.

ROLES AND RESPONSIBILITIES

In sole trader or small businesses, these responsibilities may be carried out by the same person.

ROLE

RESPONSIBILITY

Business Owner

  • Ensure that all necessary systems and support are in place to enable workers to enact this procedure

  • Investigate, manage and resolve all complaints

  • Liaise and communicate as needed with stakeholders, supports workers and the management team regarding complaints

  • Maintain the Complaints Register

  • Provide details of any new or significant complaints at a team meeting.

  • Maintain records as required in compliance with Privacy and ATO laws.

  • Ensure any staff are trained in complaints management

  • Ensure policy and register review dates are tracked and maintained

Staff

  • Comply with this policy and procedure

  • Report any complaints received to the business owner as soon as possible

  • Assist in investigations and resolutions as required

  • Treat complainants with respect


CONTACT INFORMATION

For inquiries about this Policy or concerns regarding the handling of personal information, individuals may contact Nearish Support on complaints@nearishsupport.com.au or 0493 322 012 or via post to:

Nearish Support

PO Box 2183

North Parramatta NSW 1750


REVIEW OF POLICY

This policy and procedure will be reviewed annually or as needed to reflect changes in legislation, regulations, or organisational practices. Amendments to this document will be communicated to staff, participants and/or their nominees.


Version No: 1.0

Policy Review Period: 12 months

Review Date: 15/08/2026